The true cost of customer response
We ought to count the cost. Is it worth it to provide a horrible or even mediocre customer experience? What …
Category Archives: Customer Focus
Our customers are demanding a better and seamless customer experience.
How important is it to provide our customers a seamless experience? Is the experience they have today better that it …
How customer focused are our employees on any given day?
Being customer focused is about how engaged our employees are on any given day. Engaged employees lead to engaged customers. …
How much of customer experience management is art or science? Is it about voodoo?
Customer experience is not about voodoo. It is however as much about art as about science. It also draws heavily …
Do Voice of the Customer (VoC) programs provide valuable feedback?
Listening to customers is critical to understand how the experience is working in reality. We think we designed things well. …
How Customer Satisfaction Survey Questions Can Help You Retain Customers
The difference between the ROI of retaining a customer rather than acquiring a new one is startling. It’s been said …
Are you uncomfortable enough?
Frank Barrett, author of “Yes to the Mess,” describes why being uncomfortable spurs creative thinking. I love it because he …
Has the game changed for Chief Marketing Officers?
Guest blog from John Hoholik. John is a Partner with Team Catalyst in Denver. John is a tested executive with …
Do customers just want adequate service?
We all want to provide amazing service for our customers. We also know we don’t always do it. A customer …
Is my goal relevant to the customer?
The fourth criterion for a SMART goal stresses the importance of choosing goals that matter in improving the customer experience. …
Brand Loyalty in 2019: What Companies Need to Know
If retaining a customer costs less than acquiring a new one, what can you do to ensure that your customers …
The One Chart Every CEO Should Study | The ROI of Customer Experience
Customer Think reports that last month, Watermark Consulting released its latest cross-industry Customer Experience ROI Study. The study, which has become …
How Digital And CX Teams Collaborate To Deliver On Brand Promise
Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to …
“Customer service isn’t simply an expensive, time-consuming obligation. It’s a strategic marketing investment if you want it to be.” ~Seth Godin
Almost daily you can find customer service gone astray. I have my own story with AT&T the other day. I …
29 data-driven ways to improve employee engagement
How much coffee does it take to your team to make it to the end of the day? If cup …
Should You Always Listen to Your Customer?
Is the customer always right? Not always. While listening to customer feedback, taking in reviews, and building off of complaints …
Is it urgent that we assess our systems to assure our customers and potential customers have the highest level of service?
Customer expectations have changed. We want and expect that you know us, you remember us and you will serve us now. …
Has this happened to you at a call center? How is your call center doing?
Has this happened to you? I called a company I do business with a lot. I was calling from my …
Customer retention strategies and retention calculator
Many companies emphasize the importance of customer acquisition, ignoring customer retention strategies entirely. Perhaps this is influenced by the prevailing …
Most customer systems are designed to focus on the needs of the company and not the customer
Most customer systems are designed to focus on the needs of the company and not the customer. Successful organizations see …
Our reality is a digital world. And so do you have a sense of urgency to bridge the gap?
There is a gap that is growing in your company. It is the gap between the connected customer, their expectations …
Do customers relate to your departments?
If your company has more than 1 department then the reality is that you have silos. The larger you grow …
All of your innovation should about the user experience and simple design
Earning relevance with your customers requires much more than the adoption of the latest technology or being on the social …
Now would be the time to rethink your social media strategy
So you’ve jumped into social media as a part of your digital marketing and customer strategies. Now would be the …
Will we provide new services quickly based on emerging customer needs?
What is the single most important digital business trend? I think it is fair to say we have entered the …
It helps to know the right things about SEO and not the myths that have developed
We all get caught up in the way we have always done things. To build our digital businesses, we all …
Without powerful user experience professionals, you don’t have a competitive advantage.
There is a revolution going on with customers. The relationship they may have had with your mission and brand in …
Your customers are looking for something unique in their experience. Are you providing it?
Here is a very insightful list via Top 12 Reasons Why Best Practices Suck | Donor Voice. I don’t think there …
Is the innovation cult dangerous?
Sometimes you just have to say that the Emperor has no clothes on. What does innovation really mean? Why has …
Is the best way to think of your brand as a community?
Here are some good questions. What does your company stand for? What does it represent? Who does it stand for? …
Alert: The digital experience is about people
Is customer experience an art or science? It is part art and part science and a whole lot of social …
It isn’t what you say about yourself but it is all about what others say about you that counts
Your customers are sharing experiences they have with you. This profoundly influences the journey others they know will take and …
Wanting to accomplish everything you think needs to be fixed isn’t useful
An essential ingredient to success of digital business change is focus. It must be recognized, when you are obsessed with …
Do we have the best people we can get who love customers?
The move to create a digital business that is obsessed with customers requires talent. We all need the best people …
Do consumers don’t want the ordinary? Can you promise big and deliver?
There is something about a promise, for executives of integrity, that propels us ahead. The key is to not “over …
Does every part of the journey need to be designed to amaze the customer?
What does the current journey look like for your customers? Have you mapped it out? It doesn’t have to be …
Do engaged employees, who work with customers, know what kind of things that need to be done to improve the customer experience?
Engaged employees create a culture where customers are highly engaged. Study after study demonstrates it. Engaged employees, who work with …
The balance of power has shifted decisively in favor of the customer
Jeb Dasteel is Senior Vice President and Chief Customer Officer at Oracle. He has been with Oracle since 1998. Prior …
An opportunity to listen, learn, engage and improve the customer experience.
You are ready to open your mind, your heart, and your imagination to create new journeys and experiences for your …
How do we drive cultural changes to reflect a customer-centric agenda?
Clement Teo from Forrester Research recently reported in from a Next Generation Telecom Summit in Honk Kong. There is agreement …
Was the experience fun?
In this day and age, we all should obsess over the customer experience. That is the focus that brings us …
Is technology just about “keeping the lights” on?
Is Information Technology a support area? The traditional, “keep the lights on” world of technology just won’t cut it anymore. …
Where does strategy start for the customer?
Kevin Schulman is founder and managing partner of DonorVoice, a company helps non-profits increase retention and donor loyalty with an …
Mobile is all about design for the user’s experience, not your own.
Reggie Henry joined ASAE in November of 1994. His responsibilities are to implement “exemplary” systems at ASAE that can serve …
Disruption is here or at least on the horizon. Will it visit you soon?
Disruption is here or at least on the horizon. The cost to start up and create new models of business …
Radical change and the need to become a truly digital business
Sharyn Leaver, VP, Group Director explains that today’s business environment has radically changed and the need to become a truly …
Will a recommendation engine enhance your unique selling proposition? It’s probably best to keep things simple.
Big data is great if in fact you have lots of data. Most of us don’t have enough data to …
The connected customer is the most disruptive for you.
You are beginning to know a new customer. They are a blend of the traditional, the digital and the connected. …
Who wants to be your customer? Why will a digital approach outperform the current business model?
Businesses are being disrupted at every turn. Much of the disruption has to do with successful use of digital approaches. …
The good, the bad and the ugly of customer service
I think, based on my experiences, that much of what is called customer service, is simple “go away”. Seth Godin …
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